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Dear Vodacom Customer Care,

I am writing to formally lodge a complaint regarding a migration/upgrade call I received from one of your call centre consultants.

During the call, the consultant advised me that I would receive additional data as part of a migration and specifically confirmed multiple times that my monthly instalment would not increase. I questioned this repeatedly to ensure there would be no misunderstanding.

Before the call ended, I specifically asked the consultant what my new monthly debit order amount would be, and I was informed that it would be approximately R3100. Based on this information, I agreed to proceed.

However, upon receiving my latest bill, I was shocked to discover that the amount is now approximately R4200, which is significantly higher than what was disclosed to me during the sales call.

I subsequently contacted Vodacom and was advised by an agent that sales consultants sometimes mislead customers in order to secure migrations. This is completely unacceptable and constitutes serious misrepresentation.

I therefore request the following as a matter of urgency:

A full investigation into this migration/upgrade. Immediate reversal or correction of the billing increase until this matter is resolved. A copy of the full voice recording and transcript of the sales call where the migration was offered and agreed to. Written confirmation of the products/services that were added or changed on my account. Escalation of this complaint to a supervisor or relevant resolution department.

I expect this matter to be resolved urgently, as I did not consent to increased monthly charges beyond what was communicated to me during the call.

Please treat this as a formal dispute.

Kind regards, Reema ***